Order Management Specialist

About Arbor Home

Arbor Home is a US B2B building materials marketplace headquartered in Palo Alto, California, with fulfillment centers in Phoenix and Atlanta. We sell flooring, insulation, siding, cabinetry and hardware to contractors, builders and multifamily operators. Orders are fulfilled through a network of manufacturers and distributors as well as our own warehouses.

About the role

The Order Management Specialist owns the accuracy and movement of every order from the moment it is placed until it is delivered and closed. You are the single point of coordination between customers, suppliers, carriers, our warehouses and our internal systems. The role requires sustained attention to detail across a high volume of concurrent orders and the judgment to resolve problems quickly and correctly without waiting to be told.

Responsibilities

• Order verification. Review each incoming order for accuracy before it is released: product, specification, color, quantity and unit of measure, pricing, ship-to address and delivery requirements. Correct discrepancies with the customer or supplier before they become errors.
• Procurement and fulfillment. Confirm availability and pricing with suppliers, place purchase orders, obtain ship dates, arrange freight and ensure tracking reaches the customer.
• Exception handling. Identify and resolve late shipments, short shipments, damaged freight, backorders, substitutions, cancellations, refunds and returns. Keep the customer informed throughout and protect the company from paying for errors that are not ours.
• Cross-functional coordination. Work daily with suppliers, carriers, our Phoenix and Atlanta warehouse teams, customer support and finance to keep orders moving and records consistent across systems.
• System accuracy. Maintain correct, current order status, notes and documentation in Shopify and our internal tools so that every open order can be understood by anyone at a glance.
• Volume management. Carry 30–60 open orders at any time across many suppliers, prioritizing by customer impact and deadline.
• Process improvement. Flag recurring issues, propose fixes and help refine procedures as volume grows.

Qualifications

• Minimum 3 years in order management, order fulfillment, procurement or supply chain operations supporting US customers, with direct responsibility for both the supplier side (placing and chasing purchase orders) and the customer side (order communication and issue resolution).
• Demonstrated accuracy under volume. You verify before you act and catch errors others miss.
• Strong multitasking and prioritization across many concurrent orders and interruptions.
• Confident, professional English on the phone and in writing with US suppliers, carriers and customers.
• Proficiency with Shopify or a comparable OMS/ERP, and with spreadsheets.
• Experience in building materials, construction supply, industrial distribution or freight-heavy e-commerce is an advantage.
• Evidence of these qualities matters more than titles or credentials.

Expectations

• Hours: 7:30 am – 5:30 pm Pacific Time, Monday through Friday, plus a half day on Saturday.
• Fully remote from the Philippines. Reliable internet and a quiet workspace for phone calls are required.
• This is a hands-on, high-volume operational role. Much of the work is detailed and repetitive, and it must be done correctly every time.
• This is a full-time, exclusive position. It is not compatible with concurrent freelance or part-time work.
• The first 30 days are a trial period.